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CIS July 2006
CIS July 2006


The Next 25 Years In CRM And Call Centers
By Nadji Tehrani, Executive Group Publisher, Technology Marketing Corp.

In the May and June 2006 editorials and prior issues, we covered extensively how the contact center industry was pioneered by launching TMC's flagship publication, Telemarketing' magazine, in June 1982.


Behold The Virtual Salesforce
By Rich Tehrani, Group Editor-in-Chief, Technology Marketing Corp.
I can tell you from personal experience that managing a sales force is one part art and one part science. Sales managers fulfill the simultaneous roles of parent, friend, confidante, coach and counselor. One of the trickiest issues is knowing when you have succeeded. Whoever coined the old adage, 'If you can't measure it, you can't manage it' was spot on. Perhaps he or she was a sales manager.


Contact Center Services At The Core Of Integrated Direct Response Process Outsourcing (DRPO): Combining Contact Center Excellence With Integrated Direct Response Solutions Gets Results!
1 2 1 Direct Response
Whether you acquire new customers via outbound telemarketing, inbound sales and customer support, direct mail, the Internet or other direct response channels, contact center excellence is the foundation of most direct response marketing and customer contact initiatives today.

Companies Offer Mediocre Customer Service At Their Own Peril
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions


Four Simple Questions To Evaluate On-Demand CRM
By Janice P. Anderson, Onyx Software Corp
It’s hard to ignore the intense interest that on-demand CRM has been generating lately. Like many new computing paradigms introduced over the years, on-demand CRM is being touted as a revolutionary replacement for on-premises CRM, which is dismissed as an antiquated enterprise software model.

Why Sales Leads Fall Through The Cracks, And How SFA Can Make The Difference
Five Minutes With Paul Petersen, Senior Director, FrontRange Solutions’ CRM Business Unit
Question: Recently you highlighted the fact that 70 percent of sales leads never receive proper follow-up from the sales department. What is the reason and how can companies improve this? Paul Petersen: That is a startling statistic, and I think a lot of executives don't even know they have this problem in their company. Leads that fall by the wayside are off the radar and it can be an invisible problem.


Cultivating Customer Satisfaction Strategies For The Hispanic Market
It seems that when companies think about targeting the Hispanic market, they focus their energy on how they can capture their share of the market's $1 trillion spending power. Their gut reaction is to find ways to generate Hispanic market demand for their products and services. Consequently, companies often call on me to ask, 'What is the best way to reach Hispanics?' Or, 'How does a company create a culturally relevant ad campaign?' These are great questions, but for most companies, especially those which have just decided to target this marketplace, they are also very premature questions.

Outsourcing Risks And Rewards
The term business process outsourcing (BPO) evokes mixed reactions. Though it has been, and continues to be, a primary catalyst of globalization in today's business world, it has its share of critics who question both its validity and effectiveness. Nonetheless, outsourcing has grown exponentially over the years and is now a household term and a way of life for thousands of businesses worldwide.


Case Study From The Financial Services Sector: VekStar
'In the old days, you could pick up the phone, make a couple of calls and find a potential customer willing to talk to someone about a lower rate. Today, it is like finding a needle in a haystack in the dark!'

How Much Is Your Customer's Trust Worth?
By Natalie L. Petouhoff and Brian Johnson, OHitachi Consulting
Identity theft, while once thought to be a minor issue, could dry up multichannel contact center sales. Companies must determine their data privacy and protection strategy to gain and retain customers' trust. Without their customers' trust, companies are bound to lose just about everything.


The IP Contact Center Technology Pioneer Awards
Customer Inter@ction Solutions magazine launched the IP Contact Center Technology Pioneer Awards to highlight for readers the best of the best in this emergent technology that is saving call centers all over the world a great deal of time, effort and capital. We've chosen as winners the products with the most admirable feature sets and the best track records of dramatically improving the operations of today's call centers.


KANA: A Leader In Highly Scalable Multichannel Customer Service Solutions
For this installment of The Boardroom Report, Technology Marketing Corp. founder/chairman/CEO Nadji Tehrani spoke with Michael Fields, CEO and Chairman of the Board of KANA Software, Inc.

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A Brief Interview With Oracle’s Mike Betzer Regarding Telephony@Workr
By Tracey E. Schelmetic, Editorial Director, Customer Inter@ction Solutions Said Betzer, 'If you look at Siebel's Contact On Demand, the underbelly of it is Telephony@Work. Also, integrations to Oracle and PeopleSoft are underway ... we were already working those as partners; it will go even faster now that the entire IT organization is part of Oracle.' Read the full article at www.tmcnet.com/318.1

Eighty Seven Percent Of B2Bs Queasy About Customer Data Quality
By David Sims, TMCnet Contributing Editor Does it shock you that 87 percent of business-to-business respondents in a recent survey expressed 'little confidence' in their customer data? Read the full article at www.tmcnet.com/319.1

IPods, Cell Phones, IM Help World Recover From Baby Boom Generation
By David Sims, TMCnet Contributing Editor It's a little-known historical fact that after filling the backlogged orders for Bibles, Gutenberg's second job with his newfangled printing press was to run off a broadsheet for a sociologist at the University of Mainz complaining that the youth of the fifteenth-century Rhine Valley were not respecting their elders' social conventions and norms, and spending way too much time with such cutting-edge personal technology as sharpened sticks and charcoal, and their preoccupation with their peer group was keeping them from appropriate interests in pig slopping and buying indulgences from itinerant pardoners. Read the full article at www.tmcnet.com/320.1

Hot Tips: How Your Furniture Purchase Can Pay For Itself
By TMCnet Special Guest David Kendrick, President, Interior Concepts
When it comes time to purchase furniture for agents, supervisors, or administrative employees, a company's bottom line can be directly impacted. But if companies make the 'right' furniture decision, a furniture purchase can actually pay for itself.' Read the full article at www.tmcnet.com/321.1

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